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Show Notes

/Show Notes

September 2017

275: (Tip) Go Negative with Your Training

Should you avoid all negativity in customer service training? Adam shares research data, case studies, and expert advice. […]

274: Nienke Bloem, Gamifying Customer Experience

Jeannie and Adam interview Nienka Bloem, Certified Customer Experience Professional and creator of the Customer Experience Game. […]

273: (Tip) What Is a Moment of Truth?

Adam and Jeannie share tips for defining, finding and optimizing every moment of truth within your customer journey. […]

272: Kristina Quinones, MeetEdgar Customer Service

Jeannie and Adam interview Kristina Quinones, head of customer experience at MeetEdgar, about amazing growth through a unique approach at customer service. […]

August 2017

271: Take It To the Top – Tesla’s New Strategy

Jeannie and Adam discuss the pros and cons of Tesla’s new strategy for escalating customer service issues. […]

270: John-Paul Narowski, KarmaCRM

Adam and Jeannie interview karmaCRM founder John-Paul Narowski about smarter ways to manage and nurture customer relationships. […]

269: We’re Listening

Adam and Jeannie announce exciting changes to our show inspired by feedback from our our fans, friends and listeners. […]

268: Microchipping Employees

Jeannie and Adam discuss microchipping employees with RFID devices and how this tech may affect culture and the customer experience. […]

267: 3 Questions for Employees

Jeannie shares 3 powerful employee engagement questions to assess and improve engagement levels for improved customer experiences and better business outcomes overall. […]

266: Chip Bell, Innovating Service

Adam and Jeannie interview bestselling author Chip Bell to discover how the best brands are innovating service to create value-unique experiences. […]

265: (Tip) Chatbots and Humans

Jeannie and Adam share research and expert tips for getting chatbots and humans to work together in harmony. […]

264: (Tip) Mobile Potential

Adam and Jeannie share tips to unlock your full mobile potential and deliver what customers need most in the moment. […]

263: Merit Gest, Sales Engagement

Adam and Jeannie interview Merit Gest to discuss powerful sales engagement and onboarding strategies for customer-focused sales teams. […]

262: Ecommerce Still Not Getting It Right

Adam and Jeannie explore recent research about prevailing ecommerce experience pet peeves and offer creative solutions. […]

261: (Tip) Thoughts on First Contact Resolution

Adam shares surprising statistics about First Contact Resolution (FCR) and how to keep this metric from having a negative impact on the customer experience. […]

260: Julie Ann Sullivan, Employee Attitudes

Jeannie and Adam interview podcaster and employee attitudes expert Julie Ann Sullivan live from the NSA Influence 2017 conference. […]

July 2017

259: Predicting Behavior and Risk

Jeannie and Adam discuss creative ways predicting behavior and risk without investing in advanced technology. […]

258: (Tip) Making Sure Your Team Knows Their Goals

Adam and Jeannie share tips for helping employees understand, align, and stay motivated to achieve goals. […]

257: Pat Iyer, Legal Nurse Podcast

Jeannie and Adam interview author and medical liability expert Pat Iyer live from the NSA Influence 2017 conference. […]

256: How Not to Hire Idiots When You’re Desperate

Jeannie and Adam share expert tips for hiring the right talent in a pinch. […]

255: (Tip) Your Org Chart vs. Your Customers

Jeannie shares 3 tips to prevent organizational structure from negatively affecting the customer experience. […]

254: Rocky Romanella, Tighten the Lug Nuts

Jeannie and Adam interview Rocky Romanella, author of Tighten the Lug Nuts:The Principles of Balanced Leadership. […]

253: (Tip) Situational Awareness in Customer Service

Jeannie and Adam report live from the National Speakers Association’s Influence 2017 conference to discuss the power of situational awareness in customer service. […]

252: Alison Herzog, Dell Customer Experience

Adam and Jeannie interview Alison Herzog, head of global social business strategy at Dell, about “deep listening” on a large scale. […]